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- Tasks: Provide compassionate support and information to individuals affected by PSP & CBD via phone and email.
- Company: Join a dedicated team focused on improving lives in the North and North East region.
- Benefits: Enjoy a pension scheme, employment assistance programme, and flexible hybrid working arrangements.
- Why this job: Make a real difference in people's lives while gaining valuable experience in healthcare support.
- Qualifications: Experience in helpline services, excellent communication skills, and a willingness to learn.
- Other info: Flexible hours with opportunities for personal development and outreach events.
The predicted salary is between 30000 - 42000 £ per year.
As Helpline Care Navigator (HCN), you will act as the first point of contact for individuals, families and health professionals across the North and North East region. You will deliver compassionate, person-centred support and clear, practical information via telephone and email, ensuring people affected by PSP & CBD feel heard, informed and supported at every stage of their journey. Alongside direct support, you will actively engage with health and social care professionals, neurology clinics and wider partners to strengthen local awareness of PSP & CBD and enhance referral pathways across the region.
This is a key role in maintaining continuity, quality and momentum within our Helpline service during a period of maternity leave and you will be reporting to the Helpline and Support Services Manager.
Hours of Work & Annual Leave
- 35 hours per week - this may include working some unsociable hours, including evenings and weekends.
- 28 days plus bank holidays. Pro-rated for part time role.
- The main office is in Milton Keynes, and we have a hybrid working policy with most staff spending one day a week in the office and the remainder working from home. There is flexibility in the arrangements that need to be agreed upon with the line manager.
Key Responsibilities
- To be ‘first point of call’ for people with PSP & CBD and their families living in North and Northeast region including, Greater Manchester, Merseyside, Lancashire, Cumbria, North Yorkshire, Tyne & Wear & Northumberland. Providing people with support and information over the phone and via email.
- To raise awareness of PSP & CBD across all health and social care disciplines in the region by engaging with HSCP’s and neurology clinics.
- To provide accurate information in all aspects of PSP & CBD in response to enquiries and signpost onto other organisations where appropriate.
- Ensure a maximum response to all helpline calls, emails and enquiries.
- To keep clear and accurate records and statistics of enquiries received and actions taken.
- To carry out a maximum number of proactive calls to people affected by PSP & CBD within the region as directed by the Helpline Manager.
- Develop and maintain the existing database of key health and social care professionals and regional services.
- Attend outreach events to build the profile of PSPA services amongst health and social care professionals.
- Work with the Director of Policy and Influencing to identify ways in which services and care can be improved for families affected by PSP & CBD in the region.
- To signpost to PSPA Support Groups and services.
- Liaise with external services to signpost to local support.
- Take an active part in the delivery and planning of information and support events, which may include the possibility of overnight stays and weekends.
- Liaise with the fundraising team to signpost to fundraising activities.
- Liaise with the Volunteer Coordinator to maintain and build volunteering in the region.
- To attend and contribute constructively to team and other meetings as required.
- To ensure the implementation of policies, procedures and quality standards as defined by PSPA.
- Contribute to the development of literature and articles for PSPA Matters.
- To undertake any other tasks, by agreement as required, in support of the work of PSPA.
- The duties may be changed and/or varied to meet changing circumstances at the discretion of the CEO and Board of Trustees.
Person Specification
Essential Criteria:
- Experience in delivering helpline and/or information and support services.
- Excellent listening and interpersonal skills, with the capacity to listen actively understanding different points of view.
- Ability to keep accurate records.
- Willingness to undertake training and continuing personal development.
- Experience of and sensitivity to communicating with audiences from a range of backgrounds.
- Strong IT skills, with experience in MS Office products and customer relationship management software.
- Flexible and reliable attitude and the ability to self-organise and to work without direct supervision.
- Good communication skills, both oral and written and excellent telephone manner.
- Ability to manage difficult questions, emotions and situations in a calm and confident way.
Desirable Criteria:
- Knowledge of PSP & CBD or other neurodegenerative diseases and/or experience of working in the NHS.
- An understanding of Safeguarding and an ability to follow relevant policies and procedures.
- Knowledge of healthcare or social care systems.
Benefits
- Pension Scheme
- Employment Assistance Programme
Helpline Care Navigator - Maternity Cover in Milton Keynes employer: PSPA
Contact Detail:
PSPA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Care Navigator - Maternity Cover in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to your contacts in the health and social care sectors. Let them know you're on the lookout for opportunities, especially roles like the Helpline Care Navigator. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Practice your listening skills! As a Helpline Care Navigator, you'll need to be an active listener. Try mock calls with friends or family to get comfortable with responding to different scenarios. This will help you shine during interviews.
✨Tip Number 3
Show your passion for PSP & CBD! Research these conditions and be ready to discuss how your background aligns with the role. This will demonstrate your commitment and understanding of the challenges faced by those affected.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and making a difference in the lives of those affected by PSP & CBD.
We think you need these skills to ace Helpline Care Navigator - Maternity Cover in Milton Keynes
Some tips for your application 🫡
Be Person-Centred: When writing your application, remember to showcase your ability to provide compassionate support. Use examples that highlight your listening skills and how you've made a difference in someone's journey.
Show Your Experience: Make sure to detail any relevant experience you have in helpline or support services. We want to see how you've engaged with diverse audiences and handled challenging situations with confidence.
Keep It Clear and Concise: Your application should be easy to read and straight to the point. Use clear language and structure your thoughts logically, so we can easily see how you fit the role of Helpline Care Navigator.
Apply Through Our Website: Don't forget to submit your application through our website! This helps us keep everything organised and ensures your application gets the attention it deserves.
How to prepare for a job interview at PSPA
✨Know Your Stuff
Make sure you understand PSP and CBD inside out. Familiarise yourself with the common questions and concerns that individuals and families might have. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Listening Skills
During the interview, demonstrate your active listening abilities. Use examples from your past experiences where you successfully navigated difficult conversations or provided support. This is crucial for a Helpline Care Navigator, so make it clear that you can empathise and respond appropriately.
✨Be Ready for Role-Play
Expect some role-play scenarios where you might need to handle a mock call or email. Prepare by thinking about how you would approach different situations, especially those involving emotional distress. Practising these scenarios can help you feel more at ease during the actual interview.
✨Highlight Your Flexibility
Since the role may involve unsociable hours, be prepared to discuss your availability and willingness to adapt. Share any previous experiences where you’ve had to be flexible in your work schedule, as this will show that you’re ready to meet the demands of the job.